Oral question asked in the House of Commons, by Gwyneth Dunwoody (Labour). It was answered on Monday, 8 October 2007 on behalf of the Department for Work and Pensions.

Jobcentre Plus (Telecoms Charges)

Question: The benefit advisers do a very good job, but is it not fairly tacky to use such a system for people to apply for the assistance and help to which they are entitled? Would it not be better simply to ask that no Government Department anywhere in Whitehall continue the growing practice of using 0845 numbers? If people have already paid through their taxes to receive services from Her Majesty's Government which are of a high standard, no impediment should be placed in their way.

Answer: With the utmost respect, may I say to my hon. Friend that we have discovered that contact centres are generally more convenient for customers to access, because they remove the need personally to go to a local jobcentre. On cost comparisons, I have already said that the cost of a land-line telephone call is 2p a minute. Again, with the greatest respect, I have to say that, in comparison with the cost of a bus or train journey to a local office, contact centres are appropriate for most people. Harking back to my response to the hon. Member for South-West Bedfordshire (Andrew Selous), we will ensure that where people want an interview and in some instances a face-to-face application process we will deliver that.

Secondary information

Type: Oral question
Reference: 464 c10-1
Session: 2006-07
Oral question type: Supplementary
Chamber / Committee: House of Commons chamber
Subjects: Advisory services Jobcentre Plus Telephone services Fees and charges Ofcom Telephone numbering
Link: View this Oral question on www.publications.parliament.uk